Associate Customer Support Specialist

About the role

Miter is building a modern operating system for the construction industry, and this role sits at the heart of that mission by directly protecting the customer experience. You will own the first meaningful interaction that a contractor has with Miter when they reach out for help. Every day, you will translate complex product behavior into simple, actionable guidance that keeps a contractor on schedule. You will treat each ticket as a shared project, following through until the outcome feels like a win for the customer. This position requires a calm presence under pressure, because contractors rely on Miter to run payroll on time. Over months, you will deepen your expertise in one functional area and become a go-to person for your teammates. Your work will directly support thousands of field teams who depend on accurate data and fast resolutions. If you thrive in fast-moving environments and care about building physical infrastructure, this is your role.

Key facts

What you'll do

Resolve Tier 1 tickets across payroll, taxes, HR, and benefits for Miter's contractor customers with speed and clarity.

Ramp rapidly on Miter's product, ticketing tools, and internal knowledge bases, reaching independent resolution within your first weeks.

Apply structured troubleshooting frameworks and internal resources to diagnose issues and ask precise clarifying questions.

Maintain ownership of every case, following up proactively and looping in Specialists when necessary to prevent anything from falling through the cracks.

Communicate with empathy and precision to contractors who are often under real-time pressure to keep their teams paid and scheduled.

Develop a deep product specialization over time, owning a larger share of complex tickets and contributing to team SLAs.

Leverage the knowledge base to identify recurring patterns and surface insights that improve support quality and customer outcomes.

Collaborate closely with Specialists and cross-functional partners to escalate nuanced issues and share learnings from the queue.

Track key support metrics and use them to refine your workflows and reduce repeat contacts on similar issues.

Grow into a trusted internal resource for teammates, helping to train new hires and improve documentation as you advance.

Requirements

0-2 years of experience in customer-facing roles such as support, success, retail, or hospitality, with non-traditional backgrounds considered if communication and learning standards are met.

Demonstrated ability to ramp quickly on complex products or domains, whether through academic, professional, or personal experiences.

Comfortable operating in fast-paced, queue-driven environments while managing multiple open cases without missing critical steps.

Proficient using modern SaaS applications and able to learn new systems deeply within weeks rather than months.

Experienced with help desk or ticketing platforms such as Pylon, Zendesk, Intercom, or Front.

Capable of following established troubleshooting frameworks and using internal knowledge bases to resolve issues independently.

Receptive to coaching and able to seek help before challenges become blockers.

Takes full ownership of cases, maintaining follow-up and accountability until the customer confirms resolution.

Patient and empathetic when supporting frustrated customers, even when they are facing tight operational deadlines.

Genuinely curious about the construction industry and the day-to-day operational realities our customers manage.

Nice to have

None specified.

Practical notes

This is a fully remote role with no specified hours, travel requirements, visa constraints, or application deadlines in the provided listing.

AI Recruiter Screen, Hiring Manager Interview, Take Home Assignment, Mitosaur Team Round.

Competitive

Compensation: We offer competitive (well above "market") salary, commission, and equity packages.

Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family's needs.

401(k) Retirement Plan: Company-matched contributions to help you plan for your future.

Flexible PTO: Take the time you need to recharge and be your best self.

Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.

Learning & Development: We offer every employee an annual educational allowance to explore external professional development.

Office Extras: Snacks, coffee, lunch, and commuter benefits for in-office Mitosaurs.

Community: Company-wide and team-specific off-sites per year.